Mr. John O'Connell:

What we are finding is layers. We talked about call centres and the level of monitoring earlier. That is then overlaid with AI and other software technologies that look at keystrokes and downtime. The system then starts to de-segregate things. It looks at it from the point of view of the customer interaction. For example, if a lot of customers are calling about a certain issue, the time being spent on it can be analysed. The issue can be restricted or limited to better utilise the workers' time. We have all encountered the frustration of wanting to do something and not being allowed to by the system. In that case, one has to find another method, which usually means doing it for oneself. That leads to de-segregation of roles in terms of looking at the roles and deciding that workers do not need to do certain tasks anymore by stopping it or forcing the customer to deal with it themselves.